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Can’t Export Data to Excel/CSV

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8:25
May 1, 2009


Andrew

Guest

For whatever reason, I can't export data from one of my surveys (~20 questions, 49 respondents) to Excel. I've done this successfully with this survey before, many times. The Reports page says it is preparing the export, then gets hung up and never advances past 0%. I logged out and tried again, and the same thing happened (plus a message that says, roughly speaking, “We're trying to export something with the same criteria, please be patient.”) I'm wondering what's going on.


Thanks,


Andrew

8:46
May 1, 2009


Paul

Guest

The same thing is happening to me.  Additionally, I can't rerun any of my reports.  Looks like something is up.

9:09
May 1, 2009


jangles

Member

UK

posts 3

Post edited 4:25 – May 1, 2009 by jangles


Same here too – 'Export Progress' is stuck on 'Preparing Export.' Nothing happens.

As with running a report – now seeing “Response Summary Report (Error on Last Run)”. Trying again…

(I'm using SurveyGizmo free, access to site with Firefox 3.0.10)

[Edit] Noticed in the gray text at the foot of my account page: I'm on server 16, it says.

9:36
May 1, 2009


jonathan

Admin

posts 1129

Hello, Andrew, Paul and Jangles,


I'd like to apologize for the problems you're having; I'm really sorry about that. We experienced a temporary interruption of service last night, and we're playing catch-up to get everything processed that was loaded into our queue during that interruption. We've dedicated additional resources to getting the processor caught up as quickly as possible.

Your reports may also generate false errors during this time. When you hit the button to run or rerun your report(s), it places the process in our queue and if that takes more than a given amount of time to finish running, it might mistakenly assume it errored out even though its basically just waiting in line to run. Rest assured, your data is safe and your reports will run or are already running, we're just going to be running a little slow this morning.

Jonathan Turk, SurveyGizmo Account Manager
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9:55
May 1, 2009


jangles

Member

UK

posts 3

Thanks for replying, Jonathan, and with a great explanation on what's going on. Appreciate it.

So leave things for a while? How long do you reckon? I'm a bit anxious to get the latest data from a survey. Thanks.

10:09
May 1, 2009


jonathan

Admin

posts 1129

Hey, Jangles!


I understand the anxiety (I know waiting for your data is no picnic). Right now we don't have a specific timeframe, we're still getting more resources online and prioritizing processes on the servers even as we speak. Our hope is get back into comfortable processing speeds by the end of the business day, and we're working our hardest to meet that goal.

Jonathan Turk, SurveyGizmo Account Manager
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10:21
May 1, 2009


jangles

Member

UK

posts 3

That's cool, thanks. I'm in the UK so already evening here now.

I'll check back tomorrow.



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